Nordstrom's site glitched for an hour after the launch leaving many shoppers unable to purchase pieces

By Kaitlyn Frey
September 24, 2018 05:00 PM
Products in this story are independently selected and featured editorially. If you make a purchase using these links we may earn commission.
Credit: Arielle Charnas/Instagram

Fans of Instagram style icon Arielle Charnas, known for her blog Something Navy, have been anticipating the launch of her Something Navy x Nordstrom collection for months. The Nordstrom-exclusive line inspired by Charnas’ own personal style comes one year after she teamed up with Nordstrom label, Treasure and Bond, to create a clothing line that sold over $1 million of merchandise in the first 24 hours. So, the excitement was at an all-time high for her next collaboration.

But this morning’s launch has customers fuming after a glitch on Nordstrom's website left many unable to purchase any pieces in their size before some items began selling out.

When the line went live at 9:00 a.m., shoppers began complaining that they were unable to put any Something Navy items into their shopping carts once they selected their purchase.

About 10 minutes into the launch, Charnas updated fans on her Instagram story about the issue saying, “@nordstrom is quickly fixing the site!!!! stay tuned!!!!!!” She then noted some people were having success shopping on the Nordstrom app or by calling the store’s customer service.

After nearly an hour of customers struggling to buy the collection, Charnas announced on her social media that the site had been fixed. But shoppers quickly noticed the items they had tried to put in their shopping carts during and after the glitch had disappeared — and sold out — before they had the chance to go to press “order.”

Looking for more style content? Click here to subscribe to the PeopleStyle Newsletter for amazing shopping discounts, can’t-live-without beauty products and more.

“Put away money for something navy line… was late to work for something navy line… waiting anxiously to refresh my page when Nordstrom site crashes… everything I want in my size is sold out and she’s not restocking 😫😫😫😫,” one person said on Twitter.

Another customer shared their frustration on Twitter. “Hey @Nordstrom was late to work because I spent 25 minutes adding @Somethingnavy pieces to my cart and then my cart was empty. Then did it again on my app and said my cart had 8 pieces in it and then it disappeared when I went to check out. #getittogether.”

Nordstrom’s Twitter account replied to the customer’s complaint, but only commented on the glitch, not a potential restock of the pieces that sold out in seconds. “Our apologies! We’re working to get the collection back online, and we’ll keep everyone posted when it’s up & running,” the brand said.

In an official statement to PEOPLE, Nordstrom said: “We were very excited by the response we received to the Something Navy launch. We experienced issues with our site at launch, but we were able to resolve them within the hour. We will not be restocking the September collection, but will be introducing new collections in November and December.”

After the Nordstrom got back up and running, Something Navy thanked fans for their support, but did not address unhappy customers’ concerns about items being removed from their carts.

In the comments of the Instagram post, a bevy of Charnas’ followers detailed their disappointing shopping experiences and begged the style star to restock the line.

One customer said, “I must admit that I’m pretty bummed too! I was on my computer at 7:30 and had everything I wanted in my cart and then it crashed 😩 I spent the next hour refreshing obsessively and when it finally worked the 1 top I’ve been dying over was sold out! I know it’s not your fault and I’m so happy for you, but [can’t] help but feel disappointed!”

Another shopper explained that even calling Nordstrom’s customer service, which Charnas recommended people do when the website wasn’t working, was a fail. “I was on @nordstrom at 9 am and the site was down/ I called and was on hold forever- my sizes sold out and im so so sad 😔😔😔 i need to go back to bed,” the fan commented.

“I filled by cart after the glitch. Checked out and pressed order then I got another error screen,” a disappointed fan wrote.

A different person wrote, “For your highly valued customers and loyal followers this feels like a complete and total SCAM!!! How could you allow this to happen and impact your brand? I am sooooooo overly disappointed and feel ripped off by the entire experience! 👎🏻👎🏻👎🏻👎🏻NOT GOOD!”

Some shoppers managed to place their order, but were then heartbroken to find out they wouldn’t be receiving their purchases after all.

One person said, “Ordered the black jeans and a top, then got an email that the jeans were cancelled. The one thing I was most excited about. So disappointed 😔”

UPDATE: Towards the end of the day, Charnas addressed her fans frustrations in a lengthy Instagram apology.

“Today has been surreal and I want to thank everyone for their patience this morning. But most of all, I’d like to apologize to my followers. We worked hard with Nordstrom before the launch to make sure what happened this morning would not happen. Unfortunately, it is out of my control and I tried whatever I could to get answers for you guys,” Charnas wrote.

“Based on the collaboration launch last year, we did make sure to order double the amount of units for this launch and Nordstrom went through a bunch of tech runs to make sure the site wouldn’t crash. Sometimes things happen that you can’t control. I wish I had a better answer for it all but the only thing that I can do and say is I’m sorry. I’m sorry for any disappointment this may have caused, I’m sorry for the inconvenience, and I’m sorry if you weren’t able to get what you were hoping for,” she continued.

“We are learning from each and every launch and trying to better ourselves in every way possible. We are not restocking this collection but there are still some amazing accessories left and pieces left in stores! I’m excited to soon start sharing with you the November collection, which is absolutely AMAZING beyond our wildest dreams!!! What I learned from today is that I truly have the most INCREDIBLE and LOYAL followers in the world.”

She concluded, “Thank you for always supporting me and believing in me. This is all for you and I will make sure to keep delivering great product that you want and improve in our delivery. Thank you to @nordstrom for working so hard on fixing the crash and for making my dreams come true.”